Service Desk Specialist IV
The Service Desk Specialist IV will support one of Astreya's key clients. The role will be responsible for troubleshooting and fixing desktop / computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures.
Scope :
- Uses professional concepts and company objectives to resolve complex issues in creative and effective ways
- Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors
Your Roles and Responsibilities :
Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.Maintain equipment inventory, including processing RMAs and ordering new equipment.Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.Monitoring, updating and maintaining tickets in a defined ticketing system.Responds to tickets, contacts users and plans workload.Update, track and escalate the ticket to appropriate levels / group for resolution as required.Sign off on closed tickets with the user to include follow up specifically to the end user.Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.Support access to corporate network / wireless and applications both on the network as well as over VPN.Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position.Required Qualifications / Skills :
Bachelor's degree (B.S / B.A) from four-college or university and 8+ years' related experience and / or training; or equivalent combination of education and experienceNetworks with key contacts outside own area of expertiseDetermines methods and procedures on new assignments and may coordinate activities of other personnelAbility to work independently with minimal supervisionExcellent coordination skills and a team playerAbility to identify issues and escalate as neededExcellent written and oral communication skillsStrong interpersonal and customer service skillsExperience with hardware, software, and network troubleshootingExperience with software application use and installationAbility to resolve technical issues under pressurePreferred Qualifications :
Must have the ability to perform office-related tasks which may include prolonged sitting or standingMust have the ability to move from place to place within an office environmentMust be able to use a computerMust have the ability to communicate effectivelySome positions may require occasional repetitive motion or movements of the wrists, hands, and / or fingersSalary Range $40.92 - $64.62 USD (Hourly)
Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including : Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only; Dental provided through Cigna (DPPO & DHMO options); Nationwide Vision provided through VSP; Flexible Spending Account for Health & Dependent Care; Pre-Tax Account for Commuter Benefit / Parking & Transit (location-specific); Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera; Corporate Wellness Program; Employee Assistance Program; Wellness Days; 401k Plan; Basic Life, Accidental Life, Supplemental Life Insurance; Short Term & Long Term Disability; Critical Illness, Critical Hospital, and Voluntary Accident Insurance; Tuition Reimbursement (available 6 months after start date, capped); Paid Time Off (accrued and prorated, maximum of 120 hours annually); Paid Holidays; Any other statutory leaves, paid time, or other fringe benefits required under state and federal law.
